BPO SOLUTIONS

Artificial intelligence is driving double-digit growth

Conversational AI and automation are helping BPO providers grow by 22 percent.*

Give your CX a competitive edge

By 2025, the global BPO industry is projected to reach $14 billion in revenue. As companies continue to consolidate their customer service operations—or bring them in house—business process outsourcers face increasing pressure to differentiate themselves from their peers. Conversational AI and automation can make the difference—driving higher productivity, efficiency and satisfaction while reducing compliance and operational costs.

Do more with digital-first service

Higher Agent Productivity & Retention

Higher call volumes and increasing complexity are fueling agent attrition and making reskilling difficult. By automating time-consuming manual tasks and delivering real-time analytics, coaching cues, sales and compliance prompts, AI empowers agents to be more productive—and less likely to leave.

Better Customer Service

Customers today expect—and anticipate—a swift, seamless and personalized experience. Artificial intelligence—supercharged with emotional analytics—can “read” customer sentiment, intent and emotion and tailor journeys accordingly while accelerating the speed to resolution through automation.

Greater Operational Efficiency

At the same time customer expectations are rising, so too are client demands. AI and automation can help BPOs operate more efficiently at every level—whether it’s containing low-value calls in self-service, assisting agents during live interactions or reducing rising quality assurance and compliance costs.

Strategic roadmap to deliver new-age customer experiences

Real results from real BPO leaders

Leading BPO providers, including Arise and Tech Mahindra, rely on Uniphore’s conversational automation platform to deliver strategic outcomes and increase their clients’ wallet share. These outsourcers—and hundreds just like them—have differentiated themselves as digital-first providers by:

A gig economy BPO

using Uniphore’s conversational automation platform

reduced call escalations by 60% and hold time by 30%.

BPO Stats

78%
78% Abandoned a Purchase
More than 3 out of 4 customers didn’t complete a purchase due to poor customer experience.1
$76.9 Billion Market
The BPO market is expected to grow 4% in the coming years, with $14 billion in contact center growth.2
78%
78% Prioritize AI
More U.S. contact centers intend to roll out AI, with 97% planning to deploy AI-powered agent assistants.3
1 Glance data
2 Business Process Outsourcing Market by End User and Geography – Forecast and Analysis 2021-2025 Technavio
3 2020 Contact Center AI Benchmark Trend Report – Canam Research

BPO resources and case
studies

  • WebinarDec 6, 2021

    Reimagine the IT Help Desk with Conversation AI

    As more organizations embrace hybrid work models, the IT help desk is critical in empowering employees to work seamlessly across any location. According to the Computer Weekly article, employees’ confidence in the IT help desk addressing their...

  • BlogsJan 28, 20224 min read

    BPO CX: 5 Predictions for 2022

    If resiliency defined the past two years for business process outsourcers, this year’s BPO outlook is decidedly optimistic. With cloud-based networks and exciting advances in CX tech driving hyper-efficiency and revenue growth, 2022 has a...

Additional Resources

*McKinsey & Company data